Dados

Tópicos específicos
Orçamento-local
Transparência governamental
Coleções
Equipe Participedia
Projeto OCDE
Localização
Kingston
Victoria
3364
Australia
Área de Influência
Cidade
Arquivos
MosaicLab-Kingston-Customer-Service-Refresh-Wider-Engagement-Report-Sept17_DRAFT.pdf
Community_Panel_Report_-_Kingston_Customer_Service_Charter_Final_15_October_2017.pdf
Links
https://www.yourkingstonyoursay.com.au/customerservice
Vídeos
Employee Panel
Data de início
Data de término
Em andamento
Não
Tempo limitado ou repetido?
Um único período de tempo definido
Finalidade/objetivo
Tomar, influenciar ou contestar decisões de órgãos governamentais e públicos
Prestação de bens e serviços
Abordagem
Consulta (por exemplo, audiências públicas)
Coprodução em forma de parceria e/ou contrato com órgãos governamentais e/ou públicos
Espectro de participação pública
Envolver
Aberto a todos ou limitado a alguns?
Limitado a apenas alguns grupos ou indivíduos
Método de recrutamento para subconjunto limitado de população
Amostra aleatória estratificada
Segmentação Demográfica
Juventude
Pessoas com deficiências
Grupos raciais/étnicos
Tipos gerais de métodos
Processo deliberativo e dialógico
Tipos gerais de ferramentas/técnicas
Colete, analise e/ou solicite feedback
Facilitar o diálogo, discussão e/ou a deliberação
Recrutar ou selecionar participantes
Métodos específicos, ferramentas e técnicas
Oficina
Deliberação
Saída
Pesquisa
Legalidade
Sim
Facilitadores
Sim
Treinamento de facilitadora
Facilitadores profissionais
Cara a cara, online ou ambos
Ambos
Tipos de interação entre os participantes
Discussão, diálogo ou deliberação
Perguntas e Respostas
Expressar opiniões/preferências apenas
Informações e recursos de aprendizado
Apresentações de especialistas
Materiais de instruções escritas
Métodos de decisão
Votação
Se votar
Super-Majoritário
Comunicação de percepção e resultados
Relatório público
Tipo de organizador/gerente
Governo local
Negócios com fins lucrativos
Financiador
City of Kingston
Tipo de Financiador
Governo local
Pessoal
Sim
Voluntários
Não

CASO

City of Kingston Customer Service Charter

4 de agosto de 2020 Joyce Chen
27 de janeiro de 2020 Lucy J Parry, Participedia Team
9 de dezembro de 2019 Jaskiran Gakhal, Participedia Team
28 de novembro de 2019 Lucy J Parry, Participedia Team
3 de setembro de 2019 Scott Fletcher Bowlsby
6 de julho de 2019 Lucy J Parry, Participedia Team
Tópicos específicos
Orçamento-local
Transparência governamental
Coleções
Equipe Participedia
Projeto OCDE
Localização
Kingston
Victoria
3364
Australia
Área de Influência
Cidade
Arquivos
MosaicLab-Kingston-Customer-Service-Refresh-Wider-Engagement-Report-Sept17_DRAFT.pdf
Community_Panel_Report_-_Kingston_Customer_Service_Charter_Final_15_October_2017.pdf
Links
https://www.yourkingstonyoursay.com.au/customerservice
Vídeos
Employee Panel
Data de início
Data de término
Em andamento
Não
Tempo limitado ou repetido?
Um único período de tempo definido
Finalidade/objetivo
Tomar, influenciar ou contestar decisões de órgãos governamentais e públicos
Prestação de bens e serviços
Abordagem
Consulta (por exemplo, audiências públicas)
Coprodução em forma de parceria e/ou contrato com órgãos governamentais e/ou públicos
Espectro de participação pública
Envolver
Aberto a todos ou limitado a alguns?
Limitado a apenas alguns grupos ou indivíduos
Método de recrutamento para subconjunto limitado de população
Amostra aleatória estratificada
Segmentação Demográfica
Juventude
Pessoas com deficiências
Grupos raciais/étnicos
Tipos gerais de métodos
Processo deliberativo e dialógico
Tipos gerais de ferramentas/técnicas
Colete, analise e/ou solicite feedback
Facilitar o diálogo, discussão e/ou a deliberação
Recrutar ou selecionar participantes
Métodos específicos, ferramentas e técnicas
Oficina
Deliberação
Saída
Pesquisa
Legalidade
Sim
Facilitadores
Sim
Treinamento de facilitadora
Facilitadores profissionais
Cara a cara, online ou ambos
Ambos
Tipos de interação entre os participantes
Discussão, diálogo ou deliberação
Perguntas e Respostas
Expressar opiniões/preferências apenas
Informações e recursos de aprendizado
Apresentações de especialistas
Materiais de instruções escritas
Métodos de decisão
Votação
Se votar
Super-Majoritário
Comunicação de percepção e resultados
Relatório público
Tipo de organizador/gerente
Governo local
Negócios com fins lucrativos
Financiador
City of Kingston
Tipo de Financiador
Governo local
Pessoal
Sim
Voluntários
Não
Esta entrada foi originalmente adicionada em Inglês. Veja esta entrada em seu idioma original. clique para mais informações

The local government of Kingston in the Australian state of Victoria undertook an engagement process to help refresh their customer service charter. The process involved two deliberative panels: one of community members and one made up of council staff. The aim was to co-design a new customer service charter.

Problems and Purpose

The city of Kingston is a local government area in Victoria, on the outskirts of Melbourne. In 2017 the government there embarked on a public consultation to collaboratively develop a new customer service charter. Alongside a broader community engagement process, the council convened a community panel of citizens to deliberate on what the community perceives as good customer service to feed into the new charter [1].

Notably, following the community panel, the recommendations were fed into a second panel made up of randomly selected and appointed staff from the council to develop the final charter [2].

Background History and Context

Know what events led up to this initiative? Help us complete this section!

Organizing, Supporting, and Funding Entities

The community panel and broader engagement process was instigated by the City of Kingston local government. The engagement process was designed and facilitated by MosaicLab, and the participants for the panel independently recruited by Deliberately Engaging.

Participant Recruitment and Selection

The wider engagement process was open to all ratepayers and employees of the City of Kingston. This phase also took special effort to engage specific groups (although it is not clear how they were recruited) who were less likely to engage in traditional consultation methods such as surveys. These groups were:

  • Young people
  • Culturally and linguistically diverse people
  • People with a disability

138 people took part in the surveys and 25 in targeted discussions [3].

The community panel was made up of 34 people who were recruited through a random selection process by Deliberately Engaging. From 10,000 invitations initially sent out, a group was selected to represent the community according to gender, socio-economic background, age, cultural background and location in Kingston [4]. Census data was used to achieve the stratification [5]. 

Methods and Tools Used

Deliberation

Workshops

Surveys

What Went On: Process, Interaction, and Participation

Prior to the community panel meeting, a wider engagement took place to gauge the views of the broader community. This included a survey that was open to everyone and targeted discussion workshops aimed at groups less likely to participate: young people, culturally and linguistically diverse groups and people with a disability. The aim of this phase was to collect a wide range of perspectives that were then fed into the deliberative phase of the community panel [6].

The community panel met in person over 2.5 days. Whilst 34 people initially started the process, 23 remained until the final day for the drafting of the report. They were asked specifically to consider the balance between community expectations of customer service and budget constraints, alongside the feedback from the earlier engagement phase. Alongside this, the panel considered a range of evidence and perspectives, including:

  • Background information and data provided by the council
  • Expert presentations (panellists could also request to hear from specific people)
  • Additional information requested by the panel [7]

In between in-person meetings, the panel had an online forum they could use to communicate, with around 20% of the panel actively using this. Through a facilitated process, the panel refined and reduced their recommendations for customer service until an agreement threshold of 80%+ was reached for their final draft [8].

Following the conclusion of the community panel, an employee panel was convened to further develop the panel’s recommendations for the customer service charter. This panel was made up of City of Kingston staff who were both appointed and randomly selected.

Influence, Outcomes, and Effects

The refreshed customer service charter has now been finalised and released, although it is not specified exactly the extent to which the community panel’s recommendations were incorporated.

Since 2017, the City of Kingston have used further community panels including to help develop a strategy for library services and a housing strategy.

Analysis and Lessons Learned

Want to contribute an analysis of this initiative? Help us complete this section!

See Also

References

[1] City of Kingston Community Panel (2017). Customer Service Charter Refresh Community Panel Report. Available at: https://www.yourkingstonyoursay.com.au/customerservice

[2] MosaicLab (2017). City of Kingston Customer Service Charter Refresh. Available at: https://www.mosaiclab.com.au/current-projects

[3] MosaicLab (2017). Customer Service Charter Refresh Wider Engagement Report. Available at: https://www.yourkingstonyoursay.com.au/customerservice p. 1.

[4] City of Kingston Community Panel (2017). Customer Service Charter Refresh Community Panel Report. Available at: https://www.yourkingstonyoursay.com.au/customerservice p. 1.

[5] City of Kingston (2017). Help us deliver great customer service: FAQs. Available at: https://www.yourkingstonyoursay.com.au/customerservice/faqs#26565

[6] MosaicLab (2017). Customer Service Charter Refresh Wider Engagement Report. Available at: https://www.yourkingstonyoursay.com.au/customerservice

[7] City of Kingston (2017). Help us deliver great customer service: FAQs. Available at: https://www.yourkingstonyoursay.com.au/customerservice/faqs#26565

[8] City of Kingston Community Panel (2017). Customer Service Charter Refresh Community Panel Report. Available at: https://www.yourkingstonyoursay.com.au/customerservice

External Links

https://www.yourkingstonyoursay.com.au/customerservice/faqs#26565

https://www.mosaiclab.com.au/current-projects

Notes